DOA Coverage
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DOA Cover is offered on live fish orders that arrive within the acceptable delivery window.
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If a shipment is lost or delayed by the carrier, we may not offer reimbursement. In these cases, New Zealand Post (NZPost) should be contacted directly.
What is Covered Under DOA Cover:
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Fish that arrive dead in their original shipping bags due to an error from Pet Essentials Warehouse staff.
What is NOT Covered Under DOA Cover:
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Incorrect address provided at the time of ordering.
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Delays caused by the courier company, contractors (drivers), or mother nature.
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Rural addresses in North or South Island.
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Use of an alternative carrier to NZPost, as requested by the customer.
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Physical damage to the box during shipping.
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Theft of parcel once it has been delivered or missing parcels.
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Shipping/freight costs are not covered under DOA.
How to Claim for DOA Cover:
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Claims must be reported within 2 hours of delivery.
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The shipping bags must remain sealed.
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A minimum of 3 clear images, or 1 video, must be provided. These must show:
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The dead fish in their original shipping bags.
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The bags unopened, still sealed with the original rubber bands, clips, or security tape intact.
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Images or videos can be sent via email or our online chat system for processing.